Dear valued customer,
From time to time, you or your staff may need to contact our customer service team to inquire about the status of an order, an exchange or possible return of a product. To assist we have outlined our order fulfillment and product policy for your reference. We want to ensure your concerns are addressed promptly to better serve you and your staff.
Contact: Customer Service at 519-620-3900 or 1-800-668-5236 ext 2202
For late payments interest will be charge at a rate of 1.5% per month until receipt of all unpaid charges. Payments can be made via direct deposit, wire, e-Transfer, cheque, Visa®, Mastercard® or American Express® credit card. For capital equipment purchases a maximum of 10% can be put on credit card at time of deposit.
Terms of sale are FOB Cambridge, Ontario
Clarion Medical Technologies will determine the time, route, and carrier for all shipments. Freight charges may be incurred if minimum order amounts are not reached.
The final total GST, HST or relevant provincial tax will be shown on invoices. To receive any relevant PST exceptions Clarion Medical Technologies must have PST exemption number prior to shipment.
Clarion Medical Technologies GST/HST# R109985218, QST#1010402766
Clarion Medical Technologies will verify the Customer’s appropriate license information to ensure that product is being sent to physicians with a valid license.
Clarion reserves the right to cancel orders not shipped within 30 days. Customers on prepayment terms to pay when order placed even if product backordered.
Customer shall not
i. Export or sell purchased product from Clarion outside of Canada.
ii. Sell purchased product for resale to any party who it knows will export outside of Canada.
iii. Distribution or any form of selling that is not intended to the end consumer such as a patient is expressly prohibited.
The liability of Clarion Medical Technologies Inc. under any order shall not, under any circumstances whatsoever, exceed the amount of the invoice price paid or payable thereunder for the products sold and delivered thereunder. Clarion is not liable for any indirect, consequential, special, incidental, exemplary or punitive damages or similar damages or losses of any nature whatsoever, including, without limitation, for any loss of clientele, sales or profits, regardless of whether arising from the breach of contract, warranty, tort, delict, quasi-delict, strict liability or otherwise, even if Clarion is advised of the possibility of such damage or loss or if such damage or loss could have been reasonably foreseen.
Most orders received will be entered within 24 hours and shipped within 48 hours. During peak times orders may take longer to enter and ship. Orders are shipped Monday to Friday only, excluding any holidays (except for Nuceiva that only ships Monday to Thursday). Orders are shipped via courier with tracking capabilities. All products that have expiry dates will ship out with a minimum of 9 months expiry remaining. Standard delivery time is 1-5 business days from the time of shipment. If your order has not arrived within this timeframe, please contact Customer Service and we will work to locate the order or send out a replacement.
Clarion Medical Technologies will provide exchanges on skincare products ordered in error if reported within 14 days of delivery. Product must be unopened, unaltered and in original packaging to be eligible for exchange. Expired or near expiring product is not eligible for refund or exchange. We will not do exchanges on drug products which includes all DIN & NHP products. Please contact your sales representative with any specific questions.
Any product that is damaged during shipping must be reported to Clarion within 3 business days of receipt of product to be eligible for return. Defective product is eligible for return or exchange if reported to Clarion within 90 days from date of purchase. If the product was purchased more than 90 days ago, please contact your sales representative.
Allergic/Skin reactions from any Clarion distributed skincare products are highly unlikely. If such an instance should occur, we will accept return of the product that has caused the reaction if the product is not over 50% used and is accompanied by a completed complaint and/or incident form.
Backup lenses must be returned within 60 days of surgery or date of order, if no surgery date is given, or they will be billed. The customer will take full responsibility to ensure that any lens purchased from Clarion is given sufficient time to acclimatize to the manufacturer’s temperature specifications before implantation. Clarion’s shipping policy is that we do not ship any lenses on Fridays to ensure that the lenses are kept at an optimal temperature during transportation. Exceptions can be made upon special request. Please note that custom lenses are not returnable.
Please note that once Sientra implants have been implanted Customer Service must be notified of which serial numbers were used. Also note that implants must be returned within 21 days from the surgery date. Failure to return them within 21 days will result in the implants being invoiced in full.
Please follow the steps outlined below to return any product.
1. Prior to returning product, please contact Customer Service. We may
be able to resolve the problem without requiring you to return the
product.
2.
If a return is necessary, we will provide you with a Return Material
Authorization # (RMA #) and shipping instructions to return your
products. No returns will be accepted without a valid RMA #.
3.
You may be required to complete a complaint form and/or decontamination
certificate to accompany your return. Customer Service will advise you
if these are required and send you the appropriate forms to complete and
include with your return.
4.
Your RMA # is valid for 30 days from date of issue. If goods are not
received back within 30 days, you may not receive a credit. Please call
Customer Service if you believe your RMA # may have expired.
5. Return shipping cost and responsibility will be determined based on the reason for return and product eligibility.
6.
Ensure product is properly packaged and protected from damage during
transit. Place product to return in a box along with any required forms.
Write the RMA # clearly on the outside of the box and send as
instructed to the following address:
Clarion Medical Technologies - Returns
125 Fleming Dr
Cambridge, ON
N1T 2B8
Tel 1-800-668-5236
